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Raving Fans: A Revolutionary Approach to Customer Service Audio CD – Abridged, Audiobook
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"A great commonsense approach to customer service" -- -- Jim Pattison President, The Jim Pattison Group
"An easily understood message and one every organization needs to hear." -- -- Eamon Ryan President, Lexmark Canada Inc.
"Making your customers Raving Fans is the competitive edge today. This book can jump-start you in that direction." -- -- James F. Nordstrom Co-chairman of the Boaard Nordstrom, Inc.
"Our strategic customer service plan is based on Raving Fans. It has helped focus our energy on this critical area. A must read!" -- -- Lynn Posluns President, Fairweather --This text refers to the Hardcover edition.
From the Back Cover
"Your customers are only satisfied because their expectations are so low and because no one else is doing better. Just having satisfied customers isn't good enough anymore. If you really want a booming business, you have to create Raving Fans". This, in a nutshell, is the advice given to a new Area Manager on his first day - in an extraordinary new business book that will help everyone, in every kind of organization or business, deliver stunning customer service and achieve miraculous bottom-line results. Raving Fans is written in the parable style of The One Minute Manager and uses a brilliantly simple and charming story to teach how to define a vision, learn what a customer really wants, institute effective systems, and make Raving Fan Service a constant feature - not just another program of the month. America is in the midst of a service crisis that has left a wake of disillusioned customers from coast to coast. Raving Fans includes startling new tips and innovative techniques that can help anyone create a revolution in any workplace - and turn their customers into raving, spending fans. --This text refers to the Hardcover edition.See all Product Description
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Top Customer Reviews
First off, the book basically talks about customer service (vs. goal setting & reward/punishment in the one minute manager) and how companies need to offer exemplary service to create Raving Fans, as the authors title it. I was simply hoping to get one good idea/thought out of the book and I did. It was EXCEPTIONALLY easy to read, as I read the 132 pages in about 2.5 - 3 hours total. The book has a lot of dead space and big font so you aren't getting tons of "filler." The authors try to focus on one business issue and address it succinctly.
This book is good and bad depending on what you expect to get out of it.
It is good because (1) anyone can read this book (2) customer service is horrible in today's environment so it is timely (3) The book provides great illustrations and (4) The authors get the point across.
Having said that, they never talk about the business implications of what the characters do. They say that customers love their service or product but they negate to talk about the cost implications. Business is about making money, not being loved by everyone. I love great service and all the frills but, at the end of the day, I have to make it worth the investment to the business owner.
Yes, our economy is very much about selling an experience to someone, but there are cost implications to having carpeted floors in grocery stores and full service gas stations that don't price their gas more expensively.Read more ›
concentrated on the importance of delighting customers . . . in GUNG
HO!, they focused on how companies could become the "employer of
choice" and attract the best employees . . . I liked both those
books and thus looked forward to listening to the taped version of
BIG BUCKS! . . . this third book promised me in its subtitle "How
to Make Serious Money for Both You and Your Company," something
that could be done by focusing my time and energy.
Like other works by Blanchard and Knowles, the points are
presented in a parable . . . here, we're introduced to a man struggling
to make ends meet . . . he goes on a journey to discover the secret
to becoming rich and meets three wise (and successful) people
who present simple truths that can be applied to virtually any
I liked the above fact; i.e., that when listening, I found myself
thinking that this stuff makes sense--and I should and could
apply it to my situation . . . there's nothing overly earth-shattering,
yet I should add that it got me thinking . . . and it made sense.
Also making sense was the conclusion, in which the authors
reviewed the simple tests that should have been learned from
either reading or listening:
The test of joy . . . you can't make money unless you're having fun.
The test of purpose . . .you can't make money unless making money
is more important than having fun.
The test of creativity . . . incomes, less expenses = profit.
And, lastly, there's perpetual prosperity . . . which comes to those
who help others.
Most recent customer reviews
Great storytelling approach that makes it easy for the reader to follow along and stay interested.Published 3 months ago by Amazon Customer
Great read for anyone who owns their own business. I read this book and then purchased it for my sales team to read.Published 6 months ago by QHowes
This book is an easy read with numerous examples of success in business where simple, inexpensive changes have made a considerable difference. Read morePublished on Jan. 17 2014 by R. Alan Deans
Way too fluffy. It should have been presented as a bulleted list, not a book. If you must get this book, I recommend the print version; Charlie's voice is quite annoying.Published on July 11 2004 by Kimberly
The intellectual content of this little book could fit nicely and succinctly in a 500-1000 word magazine or journal venue. Read morePublished on July 2 2004 by Joseph A. Brannon